Microsoft system center 2016 service manager cookbook : discover over 100 practical recipes to help you master the art of IT service management for your organization / Anders Asp (MVP) [and four others].

Format:

Book

Author/Creator:

Asp, Anders, author.

Contributor:

Erskine, Samuel, writer of foreword.

Language:

English

Subjects (All):

Microsoft System center.

Microsoft System center configuration manager.

Computer networks--Management.

Computer networks.

Information technology--Management.

Information technology.

Physical Description:

1 online resource (628 pages) : illustrations (some color)

Edition:

Second edition.

Place of Publication:

Birmingham : Packt, 2017.

System Details:

text file

Biography/History:

Buchanan Steve: Steve Buchanan is a Director, & Midwest Containers Services Lead on the Cloud Transformation/DevOps team with Avanade, the Microsoft arm of Accenture. He is an eight-time Microsoft MVP, and the author of six technical books. He has presented at tech events, including Midwest Management Summit (MMS), Microsoft Ignite, BITCon, Experts Live Europe, OSCON, and user groups. Steve is focused on transforming the position of IT into a driver of digital transformation through ITSM, DevOps, & CloudOps. He stays active in the technical community & enjoys blogging about his adventures in IT at www. buchatech. com. Beaumont Steve: Steve Beaumont has worked for more years than he cares to admit within IT, starting with desktop support. He is now the Product Development Director of PowerONPlatforms and a Microsoft MVP within the Cloud and Datacenter Management area, where he helps organizations realize the benefits of the hybrid cloud. He is also a co-author of the Microsoft System Center 2012 Service Manager, Orchestrator and Operations Manager cookbooks. His passion for everything about System Center, Azure and IT systems management reflects through all areas of his work, presentation and day-to-day life in the form of new and innovative solutions brought to market by PowerONPlatforms. Asp Anders: Mr. Anders Asp reised in Sweden and was the Most Valuable Professional in Microsoft April 2011, April 2012, April 2013, April 2014 and April 2015. Gasser Dieter: Dieter Gasser is an IT consultant and the management partner of itnetX AG, headquartered in Switzerland. He has a strong focus on the delivery and customization of Service Manager. Dieter has been working in IT for more than 13 years, and has focused on Microsoft technologies. He started his career as an application and database developer, and later became the IT manager of an international manufacturing company. In 2010, he entered the systems management and automation market. With both his technical and managerial backgrounds, he has focused on Service Manager. Together with his colleagues, he delivers data center management, automation, and cloud solutions based on Microsoft System Center to customers all across Switzerland. Baumgarten Andreas: Andreas Baumgarten is a Microsoft MVP and works as an IT Architect with the German IT service provider H&D International Group. He has been working as an IT professional for more than 20 years. Microsoft technologies have always accompanied him, and he can also look back on more than 14 years' experience as a Microsoft Certified Trainer. Since 2008, he has been responsible for the field of Microsoft System Center technology consulting and ever since has taken part in Microsoft System Center Service Manager (2010, 2012, 2012 R2 and 2016); additionally, he has participated in the Microsoft System Center Technology Adoption Program with H&D since many years. With his deep inside-technology know-how and his broad experience across the Microsoft System Center product family and IT management, he now designs and develops private and hybrid cloud solutions for customers all over Germany and Europe. In July 2017, he was awarded the Microsoft Most Valuable Professional (MVP) title for System Center Cloud and Datacenter Management for the sixth year in a row.

Summary:

Discover over 100 practical recipes to help you master the art of IT service management for your organization About This Book Unleash the capabilities of Microsoft System Center 2016 Service Manager Master the skills of configuring, deploying, managing, and troubleshooting your Service Manager 2016 This book contains practical recipes that leverage the key and newly added features and functionalities of Microsoft System Center 2016 Service Manager Who This Book Is For This book will be useful to IT professionals including SCSM administrators who want to configure and administer System Center Service Manager 2016 and understand how to solve specific problems and scenarios that arise. It will also be useful to users of Service Manager 2012 who want to learn about the new features and capabilities of the Service Manager 2016 release. It will be ideal if you have Service Manager experience as well as experience with other System Center products. What You Will Learn See a practical implementation of the ITSM framework and processes based on ITIL Deploy and configure the new Service Manager HTML5 Self-Service Portal along with Service Catalog design and configuration Get to know about Incident, Problem, and Change Management processes and configuration Get to grips with performing advanced personalization in Service Manager Discover how to set up and use automation with and within Service Manager 2016 Work with Service Manager Data Warehouse Find out what Security Roles are and how to implement them Learn how to upgrade from SCSM 2012 R2 to SCSM 2016 In Detail System Center Service Manager (SCSM) is an integrated platform that offers a simplified data center management experience by implementing best practices such as Incident Management, Service Request, and Change control to achieve efficient service delivery across your organization. This book provides you with real-world recipes that can be used immediately and will show you how to configure and administer SCSM 2016. You'll also find out how to solve particular problems and scenarios to take this tool further. You'll start with recipes on implementing ITSM frameworks and processes and configuring Service Level Agreements (SLAs). Then, you'll work through deploying and configuring the HTML5 Self-Service Portal, configuring Incident and Problem Management, and designing and configuring change and release management. You'll also learn about security roles and overall Microsoft SCSM 2016 administrat...

Contents:

Cover

Copyright

Credits

Foreword

About the Authors

About the Reviewers

www.PacktPub.com

Customer Feedback

Table of Contents

Preface

Chapter 1: ITSM and ITIL Frameworks and Processes

Introduction

Understanding ITSM frameworks

Getting ready

How to do it…

How it works…

ITIL© processes

See also

Creating an Asset Management process

There's more…

Creating a Configuration Management System (CMS) process

Creating a Service Request Fulfilment process

Creating an Incident and Problem Management process

Incident Management

Problem Management

Creating a Change and Release Management process

Creating an IT Service Desk

The Service Level Management process

Dependencies and relationships between ITSM processes

Chapter 2: Personalizing SCSM 2016 Administration

Configuring how long to keep your SCSM data

Configuration Items data grooming using the console

Configuring the Incident Management global settings

Configuring the Problem Management global settings

Configuring the Service Requests, Activity, Release, Knowledge, and Change Management global settings

Getting ready.

How to do it…

Working with prefix settings

File attachment settings

Configuring the behavior of child incidents when resolving, reactivating, and closing the parent incident

Auto resolution of child incidents

Auto reactivation of child incidents

Status of child incidents when linked with a parent

Configuring the priority and urgency for your SLA targets

Creating Management Packs to save your SCSM personalization

Creating a configuration item group

Creating other groups containing other CI types

Creating a basic queue

Creating SCSM console tasks

Configuring global e-mail notification infrastructure settings

Creating formatted e-mail notification templates

Chapter 3: Configuring Service Level Agreements (SLAs)

Creating priority queues

Service Request queues

Further queue types

Configuring business hours and non-working days

Adding holidays in bulk

Creating SLA metrics

Creating SLOs

Creating Incident Management SLAs

Resolution Time SLA

First Response Time SLA

Creating Service Request SLAs

How to do it….

Implementation Time SLA

Viewing SLA warnings and breaches

RAG status in console

Setting up SLA notifications for warnings and breaches

Notification for breaches

Creating repeated notifications before SLA breaches with escalation

Notification timings depending on priority

Chapter 4: Building the Configuration Management Database (CMDB)

Adding configuration items manually

Importing Active Directory configuration items

Mapping Active Directory domain attributes to Service Manager properties

Changing the Active Directory connector schedule via PowerShell

Importing Configuration Manager configuration items

Mapping Configuration Manager attributes to Service Manager properties

Importing Operations Manager configuration items

Adding new Operations Manager CIs

Importing Virtual Machine Manager configuration items

Need to use an account that isn't a local administrator?

Setting up a Virtual Machine Manager and Operations Manager integration

Importing Orchestrator runbooks

Where are my runbooks?

Using a CSV file to import items into the CMDB

Using PowerShell to find the properties.

Is CSV import just for configuration items?

Complex CI importing

Creating a Business Service

Raising related incidents

Personalizing and organizing configuration item views

Chapter 5: Deploying Service Request Fulfilment

Creating Support Groups for Service Requests

Creating sub (child) list items

Using Support Groups for filtering in reports

Working with management packs

Service Request Groups and Service Level Agreements

Creating Service Request templates

Configuring Service Request activities in a template

Configuring required fields of a Service Request

Creating Service Request activities

How to configure the other activity types

Adding more activities to a Service Request created with a template

Creating Service Offering categories

Using Service Offering categories in reports (filtering)

Creating Service Catalog Request Offerings

Copying Request Offerings

Views for different status as of Request Offerings

Standalone Request Offerings

Adding a Request Offering to an existing Service Offering

Controlling the access to Request Offerings using Groups and User Roles in SCSM 2016

Creating Service Catalog Service Offerings

Views for different status as of Service Offerings.

Controlling access to Service Offerings using groups and user roles

Publishing Service Offerings and Request Offerings

There is more…

Publishing Service and Request Offerings without the Change Management process

Unpublishing a Service Offering or Request Offering

Working with Service Requests in the Self-Service Portal

Additional User Input after the Service Request is submitted

Filling in the Service Request Description with User Input from the Request Offering

Different date/time format for output

See also…

Creating Service Request notifications

Sending different notifications regarding a Service Request

Notification for activities in Service Requests

Chapter 6: Deploying and Configuring the HTML5 Self-Service Portal

Choosing the right deployment model

Deploying the HTML5 Self-Service Portal

Configuring permissions

Setting up the catalog group

Setting up the User Role

Configuring cache settings

Clearing the HTML5 portal cache

Modifying the cache settings

Customizing the Self-Service Portal

General customizations

Title

Logo

Service Desk phone number

Service Desk e-mail

Customizing the Self-Service Portal further

Lower-left side of fly out menu.

Notes:

Includes bibliographical references and index.

Description based on online resource; title from PDF title page (ebrary, viewed March 13, 2017).

OCLC:

976408020